Terms at a glance

Payment methods

Depending on checkout availability, payment is possible by card through tatrapay+ (including Apple Pay and Google Pay when supported), bank transfer, or cash on delivery where enabled for the selected country and carrier.

Bank transfer: beneficiary Juraj Polák – Denuino.sk; bank Tatra banka; IBAN SK03 1100 0000 0029 4223 7721. Payment reference and due date are provided in the order confirmation. We do not request payment-card credentials by email.

Delivery countries and services

We ship to Slovakia (SK), Czechia (CZ), Hungary (HU), Romania (RO) and Poland (PL). English is only a website language, not an extra delivery country.

Slovakia: Packeta pickup points/Z-BOX, DPD courier and Pickup/lockers including selected AlzaBoxes, Slovenská pošta/BalíkoBOX. Czechia: Packeta/Zásilkovna pickup points and Z-BOX. Hungary: Foxpost. Romania: Packeta/partner pickup points. Poland: DPD. Only methods displayed at checkout are available for each order.

Actual rates, pickup availability and cash-on-delivery fees are displayed before ordering.

Withdrawal without a reason

Consumers purchasing at a distance generally have 14 days after receiving goods to withdraw without stating a reason, with statutory counting rules for multiple deliveries. Sending the notice by the final day preserves the deadline.

Withdrawal may be notified by an unequivocal statement to [email protected], by post to the trader’s address, or using the available online withdrawal function. Registration or use of a particular form is not required.

Statutory exemptions include genuinely personalised goods and certain sealed hygiene goods once unsealed. A standard stock configuration is not automatically personalised.

Returning goods after withdrawal

Return or dispatch goods no later than 14 days after withdrawal to the seller’s address unless otherwise agreed. The consumer ordinarily pays direct return costs unless applicable law or an agreement provides otherwise.

Goods may be inspected as in a shop. Consumers are liable for any diminished value caused by handling beyond what is necessary to establish nature, characteristics and functioning, only as provided by law. Original packaging is not a general requirement.

Do not send returns cash-on-delivery without prior agreement.

Refunds

Following a valid withdrawal, we refund sums received, including the cost of the least expensive standard original delivery option, within 14 days of receiving the withdrawal notice, generally by the original payment method.

For goods we may withhold reimbursement until we receive the goods back or evidence of their dispatch, whichever is earlier. Extra charges for a more expensive delivery option need not be refunded.

Legal conformity and defects

The seller is responsible for defects existing on delivery and manifesting within two years, subject to specific rules for used goods and goods with digital elements. The consumer should report defects within two months of discovery and no later than the statutory period.

Consumers may request repair or replacement subject to statutory limitations, and a price reduction or termination where legally justified. Statutory remedies are not conditional on original packaging or unlawful fees.

Making a defect claim

Report defects by email to [email protected], by post, or via Claim or withdrawal from contract. Please include your order identification and description. Photos may help, but are not a universal legal requirement.

We promptly issue written acknowledgement specifying the remedy period. Repairs or replacements are free and completed within a reasonable time, normally no more than 30 days unless an objective reason beyond our control justifies longer. A refusal of liability will be explained in writing.

Complaints and alternative dispute resolution

Send complaints and requests for remedy to [email protected]. If a remedy request is rejected or unanswered for 30 days, consumers may refer the matter to an appropriate alternative dispute resolution body under Slovak Act No. 391/2015.

A list of bodies is published by Slovakia’s Ministry of Economy. European Consumer Centres and courts may also assist. The EU ODR platform ceased operations in 2025.

Applicable law and cross-border protection

Slovak law generally governs. However, this choice cannot deprive consumers in Czechia, Hungary, Poland or Romania of mandatory rights under the law of their habitual residence where Article 6 of Regulation (EC) No 593/2008 (Rome I) applies.

Nothing in these terms waives non-excludable consumer rights or statutory avenues for cross-border disputes.